AccountId: 011433970860
ContactId: b220a900-f07d-4d87-8a05-bc648bf55c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171639 ms
Total Talk Time (AGENT): 98256 ms
Total Talk Time (CUSTOMER): 61441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b220a900-f07d-4d87-8a05-bc648bf55c07_20250506T15:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm calling from a broker's office, but one of our insured is being turned away at the hospital because they're saying her coverage isn't active.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is, uh, do you have her policy number?
[CUSTOMER][NEUTRAL] Yes, it's 213-5063.
[AGENT][NEUTRAL] And her name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account.
[AGENT][NEUTRAL] Hm, I don't show a canceled policy. Let me see.
[CUSTOMER][NEGATIVE] Yeah, I know we had an issue with the renewal hold which I have broker resources working on on their end, but this lady's supposed to be getting a port installed for chemo and they're about to turn her away.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So, I mean, I do show the premium hold, but if anyone were to call.
[AGENT][NEUTRAL] It we let me see if I show a call coming in.
[AGENT][NEUTRAL] What's today, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That information was given. It shouldn't have been because there is no official cancellation date.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's still active.
[AGENT][NEUTRAL] So I will make sure we uh that I let the, you know, um, my lead know to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To make sure we're giving out the correct information, but as of now, her her policy is still active.
[AGENT][NEUTRAL] So she um
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEGATIVE] Yeah, that was an error given.
[CUSTOMER][NEUTRAL] And is there any type of like proof of coverage letter that can be generated or, or just her ID card?
[AGENT][NEUTRAL] Just our ID card, yeah, we wouldn't um send out a proof of coverage letter um just with them calling and verifying eligibility um as I stated, that was just unfortunately wrong information given on our part, um, and I, I'm guessing the representative just saw the hold and that it's only been paid through a certain date, but unless we see an actual termination date we are to verify that the coverage is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] OK perfect so I will call the provider and have them recheck.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. That's it. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Right.